Position Summary

Support Line Volunteers are an important part of the core services offered within Crisis Services at CMHA TVAMHS. Volunteers provide supportive, phone based listening services to individuals across the Thames Valley region (Oxford, Elgin, and Middlesex counties). In the even that a caller is in crisis, the Volunteer will connect the caller with appropriate crisis or emergency services.

Support Line Volunteers can provide support with individuals when they are experiencing distress, which is a personal and unique experience. All volunteers will participate in an agency orientation, online self-directed training program, along with an in-person group training session that will consist of core information about mental health and addictions, as well as supportive listening techniques.

Volunteers will also be trained on specific policies and procedures that are relevant to this role. Three training shifts with a Volunteer Mentor will follow the training program before engaging with callers.

Position Location 

Virtual; in-person training sessions may be required

Time Commitment

Minimum of 10 hours per month; shifts consist of 2-hour time slots (flexible scheduling). Minimum commitment of 12 months required.

Reporting Relationship

The Support Line Volunteer will receive supervision, direction, and support from both the Program Support and Manager of Supportive Response Programs, or their designate(s). 

Primary Responsibilities

• Ensure reliable and consistent access to a working computer, internet connection and quiet space to provide confidential supportive listening and information as necessary to individuals calling the Support Line
• Provide confidential supportive listening, brief support and information to callers
• Assess and triage crisis calls when needed and link callers to the Reach Out Line when necessary
• Occasionally make outbound calls to Friendly Callers participants and to follow up on missed calls
• Utilize a database and other resources to provide community referral information to callers
• Maintain accurate data collection and enter relevant information into the database
• Attend all scheduled training sessions for the Support Line Volunteer role, inclusive of self-directed virtual training modules

Required Qualifications

• Sensitivity to the variety of issues that callers will be presenting with, including mental health and/or addictions
• Some knowledge of mental health and/or addictions, CMHA TV AMHS Programs & Services and community resources
• Excellent customer service skills and a pleasant demeanor
• Strong, demonstrated ability navigate a computer and database
• Reliability and punctuality
• Ability to handle stress and conflict in a calm manner

Preferred Qualifications

• Experience working with individuals from diverse backgrounds
• Bilingualism: Bilingual in both official languages, preferred; préférence sera accordée aux candidats qui sont compétents dans les deux langues officielles du Canada

Additional Requirements

• Current, satisfactory Police Vulnerable Sector Check (PVSC)
•  Minimum of 18 years of age
• Submit references with application (2 professional - which may include work supervisors, coworkers, teachers, volunteer supervisors, etc)
• Must be able to sit/work at a computer for a few hours at a time
• Must be able to steer conversations to remain appropriate, welcoming, safe, and nonjudgmental
• Good listening skills and a nonjudgmental attitude